Interaction Summary By Contact Point

This report provides a summary of the interactions for a given period of time, grouped by contact point.

  This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

Build the Interaction Summary By Contact Point report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis
  3. From the Select Data drop-down menu, select the Interaction Summary By Contact Point data set.
  4. Click Ok and the table will load displaying the report data.

Sample Report

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This table describes each column in the Interaction Summary by Contact report:

Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.
Contact Point Attribute

For inbound interactions, the phone number, email address, or Facebook page ID that the customer contacted. For outbound interactions, the phone number used to contact customers, or the type of outbound interaction such as click to call, outbound (for SMS), or outbound-email.
Interactions Measure The total number of interactions that started during the given date range.
IVR Abandons Measure The number of interactions that disconnected before entering a queue.
Queue Abandons Measure The total number of calls that entered a queue and disconnected without being accepted by an agent.
Abandons Measure The total number of calls that were disconnected by the caller without being accepted by an agent. This includes interactions that disconnected before and after entering a queue.
Queue Time Measure

The time from when an interaction enters a queue until the work is either accepted by an agent or the caller abandons.

  Note the difference between this statistic and Time to Answer, which requires an agent to start a conversation. With Queue Time, an agent can accept an interaction before a conversation starts.
Avg Queue Time Measure

For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Max Queue Time

Measure

For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Work Offered Measure The total amount of interactions that were offered to agents for a given date range.
Work Accepted Measure The number of interactions that agents accepted for the given date range.
Work Rejected Measure The number of work offers to an agent that were rejected during a given period of time.
Initiated Transfers Measure

The total number of transfers that were initiated during the given date range. This includes transfers that successfully complete and those that don't successfully complete.

This expression formats the statistic so that if there aren't any transfers for the given date range, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of a blank column.
Conversation Time Measure The total length of time customers were in conversation with one or more agents during an interaction for a given period of time. This statistic includes hold time.
Avg Conversation Time Measure The average length of time customers spent in conversation with one or more agents during an interaction during a given period of time. This statistic includes hold time.
Max Conversation Time Measure The maximum amount of time customers were in conversation with agents during a given period of time. This statistic includes hold time.
SLA % Measure

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, SLA Percent uses the following thresholds:

  • SLA Threshold: 20 seconds
  • SLA Abandon Type: Ignore Abandons
  • Abandon Threshold: 20 seconds

This expression calculates the SLA Percent value and displays it as a decimal up to two places after the decimal.

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